Mobility Support Specialist (Government)

Job Description:

This position requires office presence of a minimum of 5 days per week and is only located at customers site. No relocation is offered.

AT&T Global Public Sector is a trusted provider of secure IP enabled cloud-based network solutions and professional services to theFederal Government. We are dedicated to recruiting developing and empowering a diverse high-performing workforce that is passionate about what they do committed to our shared values and dedicated to our customers mission.

The Mobility Support Specialist will be responsible for providing enterprise level customer support via phone e-mail and walk ins. Work with customers to procure and configure mobility devices and equipment identify troubleshoot and resolve basic to complex technical and non-technical end user customer questions for all wireless mobility products. Escalates unresolved issues to the appropriate channels. Work under minimal supervision on advanced technical or unusual support problems.

Job Duties/Responsibilities:

• Provides basic to highly complex technical support to resolve wireless carrier activation/set up configuration and usability questions for end customers. Troubleshoot hardware and service problems and facilitates carrier support calls as necessary.
• Provides account and billing related support.
• Completes service cancellations and exception-based service extensions within established client guidelines.
• Resolves customer problems and questions via phone and e-mail.
• Refers to training collaborates with associates and exercises common sense on problem resolution.
• Exercises good judgment by involving management in resolving customer issues as necessary.
• Escalates unresolved customer issues in a timely manner.
• Actively engages in continuous improvement recommending content solutions or alternative processes that may improve the customer experience or our operational efficiencies.
• Participation in weekly calls to discuss ongoing project
• Flexible and able to work at customer site

Required Clearance:

Attain Education Public Trust (#clearable)

Required Qualifications:

• Strong experience resolving common wireless carrier technical issues preferred.
• Knowledge of personal and corporate mobility network technologies.
• Working knowledge of Microsoft Office applications (Word Excel Outlook etc.)
• Broad skills in mobile wireless technologies (mobile devices/browsers/gateways specifically iPhone and Android etc.).
• Ability to understand and resolve complex technical issues use common sense and the ability to think on your feet.
• Requires excellent written and verbal communication skills and a strong desire to achieve high customer satisfaction.
• Must be a logical thinker and understand the concept of mobility synchronization products and services.
• Must be cautious and thoughtful when remotely accessing a customer device to troubleshoot issues.
• Must be able to lift 25 lbs.

Desired Qualifications

• College degree plus 1-2 years of experience in a technical support environment preferred. Or 5 years of relevant mobility experience.
• Business and Enterprise wireless carrier products/services background highly desired.
• Wireless carrier device activation deployment and support experience highly preferred.
• Previous experience with CRM systems and preferably help desk ticketing software preferred.
  

Weekly Hours:

Time Type:

Location:

It is the policy of AT&T to provide equal employment opportunity (EEO) to all persons regardless of age color national origin citizenship status physical or mental disability race religion creed gender sex sexual orientation gender identity and/or expression genetic information marital status status with regard to public assistance veteran status or any other characteristic protected by federal state or local law. In addition AT&T will provide reasonable accommodations for qualified individuals with disabilities.AT&T is a fair chance employer and does not initiate a background check until an offer is made.